Telkom SA SOC
Reviews and Complaints

12 December 2017 fault # 41CWZ121217 I raised a fault for no dialling tone.
18 December 2017 a Telkom employee contacted me wanting to know when he could come to my house. advised him that could only be 23/12/17 to which he agreed. NB: December 19th received an SMS confirming this.

December 21st got another SMS stating my fault was being working on.

December 22nd got an SMS notifying me that my fault was resolved! tested and found this to be untrue, replied to the SMS stating my number and @F.

December 23rd midday I called Telkom inquiring when would the technician arrive, to my horror the technical 'helpdesk' notified me there was no one assigned to come to me... but not to worry she'd send someone over that very afternoon... later on still no one... but I had a dialling tone, yippee!
Tried to dial a number, but it asked me for a 'secret code' and I therefore I was unable to proceed any further... yet again I called Telkom.
the agent was unfazed with my concern regarding the 'secret code' question.. he proceed to advise me all I need is to enter the last 4 digits on my tel number..!?
When I disputed this 'new procedure' with him, he said no problem I'll change it for you. Tried later on, still had a dialling tone, no secret code but this time I got a message advising me that I had insufficient funds!?

December 24th got another SMS advising me Telkom was aware of my problem and they endeavoured to resolved it.
If this level of inefficiency was not bad enough, Telkom upped their level and added cross line to this saga.
in addition to not having any service I get calls at all odd hours of the night which was clearly intended for someone else.

Based on my daily calls, I found that my fixed land line was 'changed' form a fixed line to a prepaid!? when I questioned who authorized /signed for this request, the 'Help desk' refers me to Telkom sales dept. 10213.

amidst all of this, their agents tell me the matter has been escalated and receiving attention.

January 02nd 2018 - called Telkom yet again was assured a Mr Smith was coming around to my house, needless to say it never materialized.

January 03rd 2018 - again called Telkom, demanded to speak to a manager... all on meetings, refused to speak to the agent and release the call until he provided me with a name or took my details for a call back. after a long wait I got a name : Ops manager Edward Nthangeni and left my details. will not hold my breath that I will receive a call but t was worth a try.

I live in a high risk area whereby house breaking is the order of the day, thus my focus in getting this line operational ASAP, so much so that we even canceled our holidays as we did not feel comfortable leaving home.

I will be installing radio connection for my alarm and once this is completed I will terminate my contract with Telkom, until then (frustratingly so) i'll be held hostage to this incompetent company and to think I still have to pay them!

For insurance purposes, I will retain a copy of this complain.

Hoping Telkom will resolve my land line soon

When inquiring about fibre optic installation in September, I was advised at Hillcrest service center to rather change the existing telephone line to LTE service. After completing the documentation and considering more fully what my service need is, I returned to service center on same day and reinstated the existing telephone line and cancelled the order for LTE.
I have since been charged (account number [protected]) monthly for a LTE service which I have never enjoyed. When subsequently calling telkom call center and visiting their service center, I have been told that cancellation for LTE is being processed and monthly payments made against my bank account would be refunded.
At my last inquiry at Hillcrest service center I was given case number [protected], but have still not received the refund promised. I now find that the telephone line [protected]) is no longer working.

I recently took Telkom contract phone on the 11 November 2017 p8 for R179 per months for my daughter birthday at festival mall store. I ask them to cap the call and data to limited minutes and 1g data provided with the contract as I'm not willing to pay more than R179.00 per months.
when I collected the phone I was advice that the debit order will go trough twice on December month on the 25 December 2017 to my surprise I was debited with R822.83, I call Telkom help desk I was told that the data was not cap at 1G only the calls was cap at 100 free minutes and the assistant me with capping of data to 1G. why must I be liable for the Telkom staff member mistake who was incompetent and did not understand client request, and the staff member look new because she keep asking the next person for assistance. Kindly assist me with this matter as I fell that I I'm not liable for the extra amount debited as I explain my needs to the staff member who was assisting me.
my email address [protected]@nedbank.co.za

I applied online for a new Cellphone contract. The contract was concluded via telephone on Thursday 28/12/2017 and I was vetted OK.. I never received any confirmation email or SMS as promised, and today I get an SMS to say my Order has been cancelled during the vetting process.
What a poor effort and disgusting service. I have way plenty funds and income to pay a stupid cellphone contract, so this is a stupid joke, but actually just shows that your system is beyond pathetic.
You can stick your service, and I will go with another service provider.

My landline does not have service for past 2 months. Your technicians come and leave with no feedback. My dad is bedridden and very fragile. I need the telephone for emergencies and this is just not acceptable. Nothing has been done. We've been paying our fixed line account for months that it's not used. Not only is this annoying but also unfair. Please credit our account until you are able to fix our line and provide proper service. We are not living in an inaccessible area, so that's not an excuse. I would like this matter to be escalated and resolved.

I Have 1 word for Telkom ...USELESS!
I have 1 word for aftercare service for Telkom...NON-EXISTANT
I had to go to Dion wired in Greenstone to buy an AC adapter for my router because Telkom Greenstone don't have technicians in there and they do not have plugs to test nor do they help you if you do not have a reference number. And if you bought your router in August like I did which means it's still under warranty, they refuse to change it. So my question to you Telkom is this... if you do not swap routers that are under guarantee, and you do not have technicians on site...if you do not sell spares and you do not have plugs for sale, what the hell is your purpose in Greenstone because you are just wasting people's time. The lady at counter 3 refused to help us. Told me there are no plugs whatsoever for Us to plug in the router so she could see the problem. Before going in I phoned 10210 and spoke to the technical department. They told me to take my router in and Telkom will sort it out as it is STILL under guarantee. Weak service.

I have been having a problem sinc the 9th of December.Telkom repeatedly tries to debit my account without my permission when there are insufficient funds in there.As a result the bank bank charging me fees for this failed transactions.This debit order is called a Naedos debit.It stands for non authorized early debit order.Twice theu did this month.I understand she original payment lapses a fee will obviously be charged.But my debit order for this only goes out on the 29th of the month.Telkom cannot be continuously debiting my account without my permission.No call email i sms we sent to notify me that they were going to attempt to debit my account.No one bothers to do this yet for promotions upgrades and other crap they have plenty of time to send emails sms's ect.This ish right who I going to reimburse me for the 230 extra bank fees? I called the call centre and spoke to 5 different people and got transferred all over and nobody knew anything about my problem.This Is unacceptable filled a form regarding This matter &have yet for someone to give me a call who actually knows whats going on.

Who is going to reimburse me as i am currently unemployed.Yet they have a nerve to send me email to upgrade never I will never take a contract with telkom again.

That too the lady that the contract was done through Marie Loe just wanted to get her commission iam still waiting for her to email me a copy of my contract since April 2016.Such a liar this company really disgusts me i regretbever dealing why them really pathetic service!

I visited telkom store at southgate mall on the 24 November 2017 to apply for black friday cellphone deal (huawei P10 black friday deal) and I was told I can only apply online and they do not have the facilities for me to apply online in store and to top it off I asked the consultant if there are any other methods to apply as I have lost my phone (telkom mobile contract) and do not have access to a phone with internet and she repeatedly said no.

I then made means to apply online then I received correspondence that I will be contacted within 48hrs to my surprise I received the below email:

Dear Customer,

Thank you for your online application. Our team has tried to contact you again. However, we were unable to reach you. We will try again. Alternatively please email us on [protected]@telkom.co.za with your ID number, contact number, name and surname.
Regards
Telkom Online Sales

I do not have a missed call from telkom but because I need the phone I then replied (twice) to the email as it had suggested. and to date I have not heard anything from then instead ive called them (10213) and had to be put on hold for a good 45 minuted before they can even attend to my call.
So yesterday 2017/12/07 I called the online sales call center and I was then told that the black Friday deals are closed and I should have called in to apply for the deal how was I supposed to know all of this info when I specifically went to the store and was not given such information. I am rather disappointed at how this whole matter was handled, I am an existing telkom customer and such treatment is unacceptable.

so can someone please tell me what am I supposed to do in the meantime since I was given false hope.

I would really appreciate a response.

My cellphone numbers are
[protected]/[protected]

Telkom my case nr is [protected].

Telkom service is terrible. Lightning damaged a cell tower near Kameelfontein/Beynespoort more than a month ago. I reported this and have a case nr and all. The call centre refuses to give contact details of the service department. They acknowledge that the tower is down and is worked on. My business is dependand on good coverage. I have 4 Telkom contracts (R 3000/month). I switched to Telkom because the coverage was good then. TELKOM PLEASE FIX THIS.
My cell nr [protected]

A technitian phoned me on Saturday 16 Dec 17 to inform me that they acknowledge my problem and will try to fix it with an upgrade to the relevant broken cell tower. What disturbs me is that he told me the upgrade will take 6 months. How can this be acceplable?
I pay between R2500 and R 3000/ month for a service that is unusable most of the time. The technical man said that he suggest I switch to a different service provider. Is that the only solution?
Wilhelm Bornman
[protected]

The Grove Express [protected] GM REED. COMPLAINT. Contract explained by Mathapelo Tlaka on 7 Nov 2017 was misleading information about the free minutes on contract (who at that time could not see properly because of an eye problem, she kept on asking a college for assistance because she could not see information on the system)I went back yesterday to The Grove Express to get charity on contract about my call time on contract, only to hear that I have zero free call time minute and has to pay a extra amout for the service or to top up - above mentioned agent mislead me about the free minutes on the contract, which was actualy only applicable when you call telkom to telkom. A cancellation form was put in my hand not even explaining to me about a penalty fee. I had to ask her to explain the cancellations conditions " i you are not happy with your contract please cancel your cantract with a penalty of R800" what a unpleasant experience. I try to take up the isue with shop manager, Itumaleng Seema [protected] (ignored me, bussy having a informal enjoyable laughing conversation with her friend from Vodacom) what a unpleasant experience with telkom. Also telling me that my account is not being paid. What humiliation from telkoms side. Now i pay for a 2 year misleading contract. I wish i have never heard about telkom's cell phone services. What a disappointment. If only your agents are properly trained i would have been a happy client today. Please dont send me the standard appology letter that Telkom is looking into the problem, because i know by experience that most companies dont know how to solve problems or just dont care about client sevices rather send me a contact number to take this case up with somebody at telkom who realy cares about Regards a unhappy client, GM REED [protected]

On the 17/11/2017 my daughter applied via phone for a R599 Telkom package. Was cleared and she received the order nr and smse stating that they will install it ... 2 weeks ago she left work early to go to Telkom office ...the reply Eish we must still install it ...yes we know ...when? Eish we dont know... I complained on Facebook ... gave them the info ...different people contacted me, now theres no order nothing at all yet my daughter still receives smse stating that they will install it more than a month now...still no joy? I am doing this on her behalve mainly beause she dont have internet as she is still waiting for them and because she cant leave work as she wishes or take days off... on Facebook... Hi So you want to tell me the ordernr 193720323A copied from Telkoms sms her full name surname date of birth is useless ... she received like 3 smse from you Telkom ...and after weeks now this? Still no joy, Please help her she needs internet to do her work please

Kind Regards

First let me begin by saying that this isn't the first time Telkom has failed to me.

First, during September when our entire system was fried due to a terrible storm we had to wait a month and three weeks until it was repaired. Yes, I said it, a month and three weeks! You can only imagine how much it cost to buy data every few days just to keep things going. I can't even count how many times it took calling them to get them to get a guy out to repair everything. On more than one occassion I remember that the request to have things fixed was "removed". Eventually it was repaired.

It hasn't even been a month and already something is wrong with the ADSL line. At first I thought it was the router and I called MWEB, we went through it together and it was concluded that the trouble is the Telkom ADSL line. Last week a call was made requesting it be repaired. A few days later a man called stating be would be by to fix it. But of course this is Telkom we are talking about, so low and behold he didn't show up. When a call was made to ask why, they besically said the request had been "removed" because the guy had been in the area. Really? Well he sure didn't make it to my house? And it that is the case why not call and ask if the guy has been by than remove the request?
I only wish they were as fast at repairing repairs as they are with removing repair requests.

Good Afternoon. We reported our Telkom internet fault on 16/11/2017 after a week on 23/11/2017 ref: 292CTK161117 someone came out to check the problem. It took them the whole day and I had to take a days leave to be at home for them they arrived at 11:30 and at 17:20 the lady told me that there is another problem and they need to send someone else out for this. After almost a month we are still waiting for someone to assist us every time we call we hang on for 20-30 minutes just to hear that they are attending to the problem and a technician will call out and was assigned to this. We are now going for a month without internet. Can you please advise when this problem will be solve and what is the delay and why is your customers not informed about a progress? Is this really customer service?

Telkom's reply on facebook:
Good day, apologies for the delay fault has been escalated and will be attended to asap . Escalation ref is 1039237 thank you ^Frank

This was on Monday 11/12/2017 today is 14/12/2017 and the problem is still not solved and the status at the call centre is still work in progress.

I started a contract on Thursday 07 December 2017 at the yellow store in cape town central. My package is for an A7 freeme 1g 100min all network 50sms a day to all networks and 30gb extra divided into 3 months. I have yet to receive my 10gb of data and I have been calling and iv been getting different stories every time. I spoke to an advisor this morning who was very rude and was not helpful instead was telling me about another package that is not mine. My worry is that I need the data for my phone to function and I have had to top up which I am not prepared to pay for. Cause should I have received the 10gb I would have not topped up.
I am very disappointed as now I am stuck in a 24 month contract that Telkom has breached in the beginning stages. I feel defeated as I have attempted to have this resolved and the customer service is appalling and none helpful. I would like for this to be rectified and my bill corrected. I also would like compensation for this matter.

I have an account with Telkom that I settled a month ago, yet my status with the credit bureaus has not been updated. I called the customer care line more that 4 times trying to request a settlement letter and on more than one occasion i was told to wait for 48hours of which I waited but I received no response. All the consultants that I spoke to said they are escalating my problem to their manager but from last week till to date i have mot received a response.

No related to account: [protected]
Name: Ledwaba PM
ID no: [protected]
Email: [protected]@icloud.com

Thank you in advance!

My cables are in a storm drain and keeps filling with water. I have installed my adsl and landline over a year ago . Telkom charges me for the full service and I do not receive the service. The technicians come out empty out the water and it works until the next rain and thereafter goes off until techs come back weeks or months later. Telkom does not credit for no service... I am taking this up with ICASA... Telkom only wants to react ... no pro active measures in place after receiving reports from their Techs that this problem is continuous.
The street I live in, is the only street in our area that fibre was not installed therefore we cannot use another service, we stuck with old technology.

We have e-mailed our cancellation request on 2017/11/24, up until now we only get e-mails that they cannot get hold of us, although they have 3 numbers of ours!
When a Telkom person rocks up unannounced at the house, he does not know what to do.
As a business, we are hearing every day about the POOR customer service of Telkom, and it is costing us clients on the PABX side.

Despite calling Telkom on numerous occasions to come and check why we have no connection. We have been told that they are escalating our query. We have no pone lines and our internet is down. My wife runs a business from home. Dara abd airtime is costing a fortune. We have made more than 20 calls even been told tomorrow someone will come . To date im still waiting but they took their full premium.

On 19 November 2017 I deposited the amount of R200 for the purchase of telephone time on behalf of mr. Jan van der Laan on his Telkom PrePaid land line and was given this reference no. [protected].

We followed the instructions, which were to call * # 55 from his line, [protected] and to enter the reference number. It did not work.

The owner of the land line, mr. Jan van der Laan, called the help line at 10210 a number of times, but met with no success.

How do we activate this purchase, please?

Telkom installed the Wi-Fi router in the 14th of November. I've had problems every day since. I called on the 28th of November and was told that a technician will be coming out yo sort the problem.

It's now the 8th of December and I still don't have Wi-Fi.

I'm so disappointed in the service. Please help

The call centre consultant has acknowledged that there is a fault but I'm being told that they don't have communication with technicians so they cannot give me an update.

Ref number 592cnk281117